RETURNS AND EXCHANGE 

GENERAL TERMS AND CONDITIONS:

• Size exchanges from online store purchases can be done emailing your concern to support@reebok.ph.
• Return/Exchange is allowed, provided items are returned in good and unused condition, with accessories, freebies, packaging and selling price tags intact. Original receipt must be shipped together with the ordered item/s.
• Items for return/exchange are subject to undergo a screening process for approval. All requests for returns/exchange must be emailed to support@reebok.ph.
• A one-time exchange request is allowed. Customer/s are required to double check their size via the size chart for reference.
• In case of stock unavailability of the same style, replacement to a different style or colorway is allowed provided the amount purchased is equal to or higher in value than the purchased item.
• Should customer decide to replace an item with an item of higher value, customer will be charged for the balance and applicable shipping fees.
• Return/exchange of intimate apparel or items considered generally hygienic in nature (e.g. bras, compression shorts, socks, etc.) will not be accepted for any reason.

Valid reasons for return and exchange include the following:

• Product is fundamentally different in nature from the product specified in the website;
• Faulty, defective, or damaged product;
• Product is not as advertised on the website;
• Wrong item delivered;
• Item has missing parts or accessories; or
• Change of size

Exemptions from return and exchange (under the Consumer Act of the Philippines RA 7394):

• Change of mind (includes change in color)
• Defects caused by misuse or mishandling of items by customer
• Discovery of the lower price of the same item from another store

RETURNS/EXCHANGE POLICY

• Inform Reebok
• Customer should send intent of return/exchange via email to support@reebok.ph within 7* days from receipt of item from the shipping provider to meet the 30-day replacement process where day 1 is the date of the receipt. Please do not physically return any online purchased items at any Reebok store unless instructed by our customer service team. A Reebok Customer Representative will reply to you via email and mobile to discuss further steps of the process.
• Email should contain the following details:
• Order Number (i.e RBKXXXX),
• Customer Details: Name, Mobile Number, Date Item was received
• Product Photos: in good condition, tags intact, pair of footwear (top, side, sole), sales invoice/official receipt and way bill of shipping provider.
• Shipping Process from Customer to Reebok:
• Customer-Initiated Returns (i.e. Change Size)
• Door to Door – Customers should email support@reebok.ph regarding their concern by emailing their delivery address, order number and intended reason for return. The item for exchange will be evaluated by the Reebok and the customer will receive an emailed response once if the exchange is approved. The customer can then arrange for pickup from 2GO. Pickup time is between 2 to 3 working days from the confirmed time of booking. 2GO delivery schedules are the following – Metro Manila 2 to 3 working days, Outside Metro Manila working days. 7 working days for Vismin locations. Please expect a confirmation email from 2GO regarding pickup. Kindly allot another 5 working days upon receipt of item for quality control and checking.
• Courier Dropoff Customers can also choose to exchange items through LBC Dropoff. After coordinating with support@reebok.ph, fill up the Reebok Return Form provided by the support team. - Customers can bring the item/s to any LBC outlet and look for the Reebok Returns Dropbox. Items for return must have the packaging intact together with the tape receipt. Items that are worn or without their corresponding boxes/packaging will not be accepted. Please take a screenshot of your waybill for reference and email to customer service support@reebok.ph . Once items are received and confirmed, a confirmation email will be sent for further instructions together with a corresponding tracking number. An online voucher will be issued to the customer via email to purchase the replacement item.

• Wrong Item Delivered - Reebok will be responsible for scheduling pick-up of item from customer’s registered shipping address. Customer should coordinate with Reebok’s Customer Service regarding delivery scheduled. No pick-up shipping charges to customer’s delivery address will be charged to the customer.

• Screening Process
• Quality Inspection will apply once the item/s for return has been received from customer. The following inspection policies are applied
• Wrong size orders by customer are subject to the availability of the new size request.
• Factory defect or items proven to be damaged upon shipment will be subject to further review of management.
• Replacement of item due to change of mind of customer will not be entertained.
• Replacement of item with the same style, brand, colorway is subject to availability
• Replacement of item will not be entertained if the item sent is discovered to be an imitation.
• Packaging replacement due to mishandling of courier service.
• Shipping Fulfillment from Reebok to Customer:
• Reebok will re-book the shipping of the item back to the customer.
• An email containing new booking number, shipping fees and additional item top-up charges will be indicated for customer's reference.
• Please allot 7 to10 working days fulfillment depending on your location.
• Customer Initiated Return/Exchange: A standard nationwide shipping fee of P120.00 will apply, payable in cash to the courier.
• Wrong Delivery: Shipping charges are waived.
• Confirm Receipt of Replaced Item: Customer to advise via email support@reebok.ph if item was received in good condition.

 

SOURCE:

“Prohibition of No Return, No Exchange Policy” Title III, Chapter 1, Rule 2, Section 7 DAO of 1993, R.A. 7394 “The Consumer Act of the Philippines”

 

** Strictly through Reebok.ph only.